Responsibilities
- Operational management: Supervise day-to-day call center activities, including inbound and outbound calls, emails, and live chats. Oversee workforce planning, manage shift rotations, and create work schedules to ensure sufficient coverage.
- Team leadership and development: Recruit, hire, and onboard new call center agents. Coach, motivate, and mentor team leaders and agents, conducting regular performance evaluations and providing constructive feedback. Implement ongoing training and development programs to improve staff skills and knowledge.
- Performance and quality assurance: Set, track, and meet key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) scores. Monitor calls for quality, minimise errors, and ensure compliance with company policies and industry regulations.
- Customer experience management: Handle escalated customer complaints and complex issues that agents cannot resolve. Analyse customer feedback and service metrics to identify trends and implement service improvement initiatives.
- Process improvement: Analyse call centre data and performance reports to identify and resolve problems related to efficiency and customer satisfaction. Implement process optimizations and new procedures to enhance service quality.
- Technology management: Oversee the call center’s software and systems, including customer relationship management (CRM) platforms, helpdesk tools, and phone systems. Ensure that technology is used effectively to streamline workflows and improve productivity.
- Budgeting and reporting: Prepare and present regular performance reports to upper management. Manage the call center’s budget, ensuring cost-effective resource allocation.
- Cross-departmental collaboration: Work with other departments, such as sales, marketing, and IT, to align customer service strategies with broader company objectives.
Qualifications and skills
Essential qualifications
- Proven experience in a call center or customer service environment, with prior experience in a leadership or supervisory role.
- A bachelor’s degree in business, communications, or a related field is often preferred.
- Proficiency in the Kurdish, Arabic, and English languages
Key skills
- Leadership and team management: The ability to motivate, coach, and develop a team to meet and exceed performance targets.
- Analytical skills: Expertise in interpreting data and using performance metrics to make informed decisions and drive improvements.
- Problem-solving: A proactive and decisive mindset for addressing operational challenges and handling difficult customer situations.
- Communication: Exceptional verbal and written communication skills for interacting with employees, customers, and senior management.
- Technical proficiency: Familiarity with call centre software, CRM systems, and other relevant technology.
- Customer-focused mindset: A strong commitment to delivering exceptional customer service and a deep understanding of customer expectations.
- Adaptability and resilience: The ability to remain calm and in control under pressure in a fast-paced and sometimes unpredictable work environment.
More Information
USD Negotiable Month How to apply Apply by sending your CV to [email protected] mentioning the vacancy title in the subject line. Applications without the vacancy title will not be considered. Please include "CSM-Erbil" in the email subject line. "We are an equal-opportunity employer and value diversity in our workplace, but we highly encourage female applicants to apply for this position." Job Reference Nahj Al-Iraq Company
